It has been almost three months since our last major release and in that time we have been working our developers hard on the next version. We're still a little way off a public release so we’d like to give you an early preview of the changes. There are a lot of new features introduced in v1.2.0, so we have decided to split this preview into two parts. This being the first and the second part will follow in around a week, the v1.2.0 beta will be released shortly afterwards for existing customers.
A new clean and responsive client side interface
In the previous version we improved the operator area user interface, and in this version we tackle the frontend interface which had been designed a long time ago and required a much needed facelift. The new interface is much sharper, clearer and easier to navigate. The addition of a sidebar allows the navigation and user login form to appear throughout the frontend as well as other useful information and links. Mobile browsing is on the rise and we expect more and more people to make support requests from their mobile devices in the future, thus we have made the template completely mobile friendly. The interface responds to various screen resolutions and is as easy to use and read on a mobile device as it is on a laptop or monitor.
Multi-account Twitter and Facebook support
Facebook support is now functional again, and we’ve gone a step further and added support for multiple Twitter and Facebook accounts. As a first step to true multi-company support (pencilled in for 1.3.0), we understand that many companies may operate multiple social media identities, potentially for various brands or departments. This allows you to accept tweets/posts on your various identities and they will all be imported as tickets into the help desk. Furthermore, the latest tweets can be displayed in the frontend from all the accounts activated in the system.
A more powerful advanced reply box
One thing that was requested numerous times was the ability to do more directly from the ticket reply box and so we have revamped it to add a number of new options. Firstly, as we have categorised the canned responses, there is now a better way of representing them compared to the dropdown that was used previously. We have also added the option to add direct knowledgebase article and download links to the reply should they be relevant, and you can now also set up a to-do item directly on the reply. We'll be looking to add even more functionality based on your feedback in the future!
